App Not Loading or Very Slow
What to do if Ginkgo won't load, freezes, or runs slowly.
If Ginkgo is loading slowly, freezing, or not opening at all, here are the steps to try.
Step 1: Check your internet connection
Ginkgo requires an internet connection to sync your inventory. Make sure you’re connected to Wi-Fi or mobile data.
If your connection is slow, the app may load but take longer than usual to fetch your inventory. Try moving to a better signal area or switching between Wi-Fi and mobile data.
Step 2: Force-close and reopen the app
On iOS: swipe up from the bottom of the screen (or double-press the home button on older phones), find Ginkgo, and swipe it up to close it. Then reopen it.
On Android: go to your recent apps, find Ginkgo, and swipe it away. Then reopen it.
Step 3: Check for app updates
An outdated version of the app can cause unexpected issues. Check the App Store or Google Play for updates and install any available.
Step 4: Restart your device
A full restart of your phone resolves many unexplained app issues. Turn it off, wait 10 seconds, and turn it back on.
Step 5: Reinstall the app
If none of the above helps:
- Uninstall Ginkgo from your device
- Reinstall it from the App Store or Google Play
- Sign back in with your email and password
Your inventory is stored in the cloud — reinstalling the app does not delete any of your data.
Still not working?
Email us at hello@getginkgo.uk with:
- Your device type and operating system version
- What happens when you try to open the app
- Any error messages you see
We’ll investigate and get back to you.
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